Support Engineer - OTT & Live Streaming

Job Description: Role: Support Engineer No of Positions: 2 Experience: 3+ years Type: Full Time Mandatory skills: OTT/ Live streaming experience, Excellent communicator, NOC experience Location: Nanakramguda, Hyderabad (Work from Office Only) - No Work from Home. Preferably looking for candidates from Hyderabad. Other location candidates if interested should be willing to relocate to Hyderabad. Shift: 24/7 Rotational shift (Should be flexible with all the shifts) Working Hours: 7:30am to 5:30pm, 3:30am to 1:30am, 11:30pm to 9:30am Notice Period: Immediate to 15 days only Basic qualifications: 4+ years IT support operations experience with a minimum of 2 year in a Level-2 role as a point of escalation for frontline engineers.2+ years of leading a team of support engineers in a NOC environment.Experience with ticket creation, including incident management and metrics reporting.Experience supporting microservices architecture.Proven ability to troubleshoot and identify the root cause of issues. You're a natural problem solver!Demonstrated skill and passion for operational excellence, efficiency, and process improvement.Fundamental understanding of networking concepts.Proven ability to troubleshoot and identify the root cause of issues. You're a natural problem solver!Demonstrated skill and passion for operational excellence and efficiency.Clear and concise verbal and written communication skills, and experience writing process and training documentation and technical papers.Strong organizational skills and a proven ability to multi-task.Excellent interpersonal and customer relationship skills.Familiarity with incident management software (Jira, ServiceNow etc.). Key job functions: Execute multiple live streaming events concurrently; be the sole owner of many tier-1 live events for our customers making sure they have the highest quality experience.Work with senior engineers and other teams on high-severity, active support issues, prioritizing mitigation while investigating root-cause fixes.Deliver reports to senior leadership and follow up on post-event tasks.Aid in testing of operational tools that improve efficiency through automation.Drive long-term solutions to issues and eliminate risk of recurrence.Understand high-level technical aspects of streaming video systems and services and correlate a/v defects to root causes.Work on live video operations and maintenance, driving efficiency improvements through automation.Live event system and support reporting.Customer notification and workflow co-ordination with follow-up to maintain service level agreements.Creating and maintaining team specific knowledge-base articles and operational and training documentation.Onboarding new properties, ensure documentation is complete, tools are updated, and engineers trained prior to launch. Preferred qualifications: Experience providing technical support for streaming video delivery pipelines and OTT consumer devices.Understanding of video encoding and transcoding technologies.Fundamental knowledge of AWS technologies.Experience with on-site, live video production or master control facility.Experience working with live streaming content.Understanding of IT service management best practices and frameworks.Ability to train and mentor other support engineers. .